At the ETECSA Call Center in Cienfuegos, a young executive stands out for an unusual reason: Noel Ernesto Dorado García is the sole man in a predominantly female team. In a traditionally female-dominated environment, this rarity crowns him as a king without a crown.
With just three years of experience as a Telematics executive, Noel navigates shifts, calls, and colleagues in an atmosphere where camaraderie is considered, according to the state monopoly's own publication, "the key to success."
ETESCA's promotional materials paint Noel as a model of dedication: someone who "provides clear and honest answers" and views "every call as an opportunity to assist and connect."
Facing Challenges in Critical Times
One of Noel's most memorable experiences was assisting users from the eastern provinces during the last hurricane, when the surge of calls and anxiety on the other end tested his patience.
Yet, the institutional narrative reveals a harsher truth: "in critical moments, like service outages, a flood of calls demands continuous attention, patience, and transparency."
In essence, Noel and his colleagues daily confront the frustration of a populace paying more for less, many of whom lack even basic service.
The Harsh Realities of ETECSA
ETECSA is no ordinary company with occasional issues. It's a state-sanctioned monopoly, with its license extended until 2036—and potentially until 2066—that delivers the slowest internet in Latin America: a mere 7.21 Mbps, according to the Speedtest Global Index of May 2026, ranking last in the region.
Frequent blackouts, reaching over 16 hours daily in certain areas, disable 47.5% of mobile base stations and 56.5% of telecommunications cabinets nationwide.
In March 2026, a massive blackout disrupted 65% of internet traffic for 29 consecutive hours.
Adding to the woes is the May 2025 "rate hike," which capped top-ups in Cuban pesos at 360 CUP per month and dollarized data plans.
A three-gigabyte package costs 3,360 CUP, exceeding the minimum monthly wage of 2,100 CUP—about five dollars—making internet access an unattainable luxury for most Cubans.
A year after the price hike, despite ETECSA's significant revenue, internet speed hasn't improved, leaving Cuba at the bottom of the regional rankings.
The Human Face of a Systemic Problem
Those who bear the brunt of this reality are the Call Center workers: the telematics executives—and Noel, the lone king of the team—who handle call after call without addressing the root problem.
Noel appreciates the legacy of the pioneers who worked with switchboards during the Special Period and celebrates that "youth and experience form a perfect alliance."
What remains unchanged from his position is that, decades later, the Call Center workers continue to be the human face of a system that the monopoly itself cannot guarantee.
Understanding ETECSA's Challenges and Impact
What makes Noel Ernesto Dorado García unique at ETECSA Cienfuegos?
Noel Ernesto Dorado García is unique because he is the only male in a predominantly female team at the ETECSA Call Center in Cienfuegos, which is uncommon in such environments.
What challenges do ETECSA employees face during critical times?
During critical times, such as service outages, ETECSA employees face a high volume of calls requiring continuous attention, patience, and transparency, testing their ability to manage user frustrations.
Why is internet access considered a luxury in Cuba?
Internet access is considered a luxury in Cuba because of the high cost of data plans which exceed the minimum wage, making it unaffordable for most citizens.